Merchant Experience Manager / Seller Experience Lead / Marketplace Service Manager

Develop and manage merchant and seller experience strategies that improve satisfaction, engagement, retention, and business performance across an online marketplace. This role is responsible for ensuring sellers receive effective onboarding, support, communication, tools, and operational guidance throughout their platform journey.

The successful candidate will analyse merchant feedback, service data, support cases, and marketplace performance to identify common challenges and improvement opportunities. Responsibilities include improving onboarding processes, coordinating seller education, resolving escalated issues, and developing programmes that help merchants operate successfully on the platform.

The role requires close collaboration with marketplace operations, product, customer support, logistics, payments, risk, compliance, marketing, and technology teams. Additional responsibilities include representing merchant needs in product discussions, improving service workflows, developing knowledge resources, and supporting the introduction of new seller features or policies.

For leadership responsibilities, the position may manage merchant-service teams, establish service standards, oversee seller-experience programmes, coordinate regional operations, and report merchant satisfaction and operational performance to senior management.

Qualifications

• Bachelor’s degree in Business Administration, E-commerce, Marketing, Operations Management, Communications, or a related discipline.
• Experience in marketplace operations, merchant services, seller support, customer experience, account management, or e-commerce.
• Strong understanding of seller onboarding, marketplace policies, order management, payments, fulfilment, returns, and dispute resolution.
• Ability to analyse merchant feedback, support trends, service metrics, and operational performance.
• Experience developing seller education, engagement, retention, or service-improvement programmes.
• Strong customer-service, relationship-management, communication, and problem-solving skills.
• Ability to manage escalated merchant issues and coordinate solutions across multiple departments.
• Experience working with customer relationship management, support-ticketing, marketplace, or analytics platforms.
• Ability to translate merchant needs into practical product, process, and service recommendations.
• Strong organisational, project-management, analytical, and stakeholder-management abilities.
• Experience monitoring metrics such as merchant satisfaction, response time, resolution rate, seller retention, and platform adoption.
• Ability to manage multiple initiatives, merchant cases, priorities, and deadlines.
• Knowledge of marketplace compliance, seller-risk management, data privacy, and service-quality standards is beneficial.
• Leadership or team-management experience is preferred for managerial responsibilities.